Sharmita Paul

Administrative coordination professional with 7+ years of experience in regulated, high-volume environments — including federal government operations, non-profit scheduling, and post-secondary education support. Skilled in workforce scheduling, real-time resource coordination, stakeholder engagement, and data management using tools like Verint Workforce Management. Proven track record at Canada Revenue Agency managing 150+ cases annually with 98% accuracy, and coordinating scheduling and logistics for donor and community events at Shoily Foundation.

Brings solid working knowledge of collective agreement environments, 24/7 operational demands, and service level standards — directly aligned with the Coordinator, Workforce Planning and Scheduling role at HealthLink BC.

Administrative Coordinator (Part-Time) - Shoily Foundation (Non-Profit) - BC

(2025-04)

Scheduling, workforce coordination, and stakeholder management in a non-profit environment.

• Use Verint Workforce Management at an intermediate level to coordinate scheduling, track attendance, and manage shift logistics for organizational events and staff coverage.
• Coordinate scheduling and logistics for donor and stakeholder events — including agenda preparation, materials distribution, and follow-up documentation — ensuring all timelines and service commitments are met.
• Draft and manage organizational correspondence and confidential records, applying discretion and documentation best practices aligned with non-profit standards.
• Liaise with community partners and internal staff to track action items, resolve scheduling conflicts, and ensure accurate records across all coordination activities.

Sessional Instructor (Part-Time) - Alexander College - Burnaby, BC

(2021-08)

Coordination, scheduling, and service delivery across a diverse student and staff population.

• Manage scheduling and follow-up for 200+ students and staff annually — coordinating availability, resolving conflicts, and maintaining accurate records across multiple concurrent workflows.
• Serve as primary point of contact for high-volume in-person, phone, and email inquiries — consistently triaging and resolving issues within expected timelines.
• Coordinate cross-departmental communication between teaching staff, administration, and support teams, ensuring consistent service delivery and issue resolution.
• Support an equity-diverse student population including adult learners, international students, and continuing education participants — adapting communication and coordination approaches to meet varied needs.
• Maintain accurate attendance, academic, and administrative records in compliance with institutional privacy policies.

Appeal Officer - Canada Revenue Agency (CRA) - Surrey, BC

(2022-08 - 2025-03)

High-volume case coordination, data management, and compliance operations in a regulated federal environment under collective agreement.

• Managed 150+ confidential case files annually using government CRM and case management systems — tracking deadlines, documentation, and real-time status updates across a complex, high-priority workload with 98% accuracy.
• Operated within a collective agreement environment, adhering to structured timelines, escalation procedures, and documented compliance standards throughout all casework.
• Used Microsoft Office Suite daily: Excel for workload tracking and reporting, Word for formal correspondence, Outlook for multi-stakeholder communication, and Access for database management and queries.
• Prepared reports and data summaries for executive leadership, translating operational case data into clear, actionable reporting.
• Trained and mentored new staff on case management workflows, regulatory procedures, and system navigation — demonstrating ability to onboard others and transfer operational knowledge.

Payment Services Officer - Service Canada - Surrey, BC

(2021-11 - 2022-08)

Client service delivery, records processing, and real-time resource management in a high-volume federal contact environment.

• Served as first point of contact for high daily volumes of client inquiries (EI, CPP, OAS) across phone and in-person channels — meeting service level expectations in a fast-paced, multi-program environment.
• Processed 50+ client records monthly via CRM and data management platforms with zero compliance errors, maintaining organized filing systems across all interactions.
• Operated in a continuous service delivery setting requiring rapid switching between program types, client needs, and escalation paths — building strong operational composure for 24/7 environments.

Pharmacy Assistant - Student Health Pharmacy, University of Waterloo

(2017-11 - 2020-03)

• Processed patient records using Kroll case management software, maintaining full confidentiality in compliance with health privacy regulations.
• Managed front-line client communications via multi-line phone, delivering consistent service in a fast-paced health services environment.

Master of Arts - Public Issues Anthropology - University of Waterloo (2021)

General Office Administration Certificate - Algonquin College (2017)